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Refunds and Ticket Changes

Disrupted journey?

If your train is cancelled and you decide not to travel, or you cannot complete your journey due to disruption, you’re entitled to a fee-free refund.

If you booked with us directly through our website or app, simply visit My Account to claim your fee-free refund.

If you booked with another train company, we ask that you contact them about claiming a refund. 

Cancelled Train Policy

More information

Delayed train

If you're delayed on one of our trains for 30 minutes or more, regardless of where you have booked, you may be entitled to compensation.

Delay Repay
Seat Guarantee

If your reserved seat was not available and you were unable to find another onboard, you may be eligible for compensation under our Seat Guarantee scheme.

Seat Guarantee

Have your plans changed?

If you booked directly with LNER via our website or app, you can either change your ticket or request a refund:

Change your ticket

Need to change your ticket? Here's how:

  1. Log in to My Account and view My Bookings
  2. Click Change date/time


For Advance eTickets, use the date and time picker to select a new ticket. Prices shown include a £10 admin fee and any price difference.

For other ticket types, select the refund reason and follow the steps to claim your refund. 

Change ticket

Claim a refund

Changed your mind about your booking?

If it's within 2 hours, just head to My Account to select the ticket you wish to refund.

If it's after 2 hours, Advance tickets cannot be refunded, but can be changed for a £10 admin fee plus the difference in price. Unused Off-Peak or Anytime Single tickets can be refunded up to 28 days after expiry. An admin fee may apply. Head to My Account to claim your refund.

Claim a refund

Bought a paper ticket through our website or app?

If you have purchased a paper ticket through our website or app and you would like to claim a refund or change your ticket, we ask that you complete our 'Change of plans' form. 

This form must be completed before the date and time of the original journey.

Change of plans form

Booked elsewhere?

If you've bought your tickets at one of our stations or through another company and need a refund, we're here to help!

If you booked your ticket from an LNER station

If you purchased your ticket from an LNER Travel Centre or LNER Ticket Machine, please visit your nearest LNER Travel Centre for a refund. 

Unable to reach a station?

If that's not possible, email our Customer Services Team with the subject line 'Travel Centre Refund'. Attach a picture of your ticket cut up with 'Voided' written on it. 

If eligible for a cash refund, our team will arrange a BACS transfer. Refunds may take up to 28 days to process. 

Unable to reach a station? Unable to reach a station?

If that's not possible, email our Customer Services Team with the subject line 'Travel Centre Refund'. Attach a picture of your ticket cut up with 'Voided' written on it. 

If eligible for a cash refund, our team will arrange a BACS transfer. Refunds may take up to 28 days to process. 

If you booked with another retailer

If you booked with another company, (e.g. another train company), we kindly ask that you visit their website or Travel Centre to claim your refund. 

You can find details of all train companies on the National Rail Enquiries website. 

If you purchased your tickets through The Trainline, please visit their website to claim.